Emily Patrick

I probably already know the answer to this, but wanted to check. Is there a way that Live Chat could be accessed from the Hornbill login page to ESS? We don't have any other portals on our instance, just the one, but it's been asked if our chat could be accessed without a user having to log into Hornbill first. We're looking at some other ways to what we already have in place for users to contact us if they have an account issue, and this is something that was put forward, that I'm looking into. Many thanks for your time.

+1 for us too.

@Steve Giller Thanks for the response. The fact that it's something that is already being investigated is promising, and hopefully will come to something in the future. I wasn't necessarily looking for a quick permanent fix, just more of something to see if it's possible to be done in the future. Thanks

Just a thought on this, would it be possible to put something in place when downgrading an account from User to Basic some kind of message, letting you know that they have documents assigned to them, like when there are outstanding activities? Would help with issues like this happening again in the future. @Steve Giller / @James Ainsworth ??

Thanks Steve. That has sorted the issue for me.

Thanks James. I'll raise a support ticket to get it looked into further.

Hi @James Ainsworth Yes, that's where I checked for any documents owned, and the user didn't have any. It comes back saying no documents or library for selected user. If I change him back to being a User rather than being basic and try again?

Morning! I have a user that has left our organisation, main AD account is disabled, but it causing an error as they are still Active in Hornbill. When trying to manually archive the account, it comes up with the following error: This user was set as a Hornbill User, but didn't have any document permissions to create documents. I have done a check, and there are no documents owner by this user, so I'm not sure what it could be referring to. I've been able to downgrade the user from User status to Basic no problem, and all User rights and team access removed, so it is now just a Basic account. Any suggestions/ideas on where to look would be appreciated.

Thanks @Victor for getting back to me.

Just adding something onto this, is there a way of utilising the 'Request Actions' setting, to be able to bulk update a status? Is there a setting I can enable to allow this? to possibly put in place of the Boards icon in the image in my post above?

Yes, us too. I've logged a support ticket with them about it

I'd be interested if there's been any further development on having a star rating that can be injected into the resolution e-mail template. I've got plans to try and improve the look of our resolution template to try and encourage more feedback too.

Thanks Steve. i will feed this back to the person who raised it with me, to see if they are able to find what they were looking for, by changing the criteria of the searching.

Hi, We have someone who was looking for something specific, so was using the advanced search feature within 'Request List' but didn't get the expected results. Here is an example of the criteria they are using as an example of it not working: In this example the total results should be 0, but it's picking up 166 with deommission in the summary. It looks like something isn't picking up the AND statement, more of an IF statement, even though it says 'ALL of these conditions must match' Any thoughts on how to correct this? Or is this a bug in the Advanced search capability?

Hi @Lynne Aldridge You should be able to click on the print icon within the ticket/call, and select what it is that you want to 'print' be that in pdf, or actual physical copy, which you can then send to your user via e-mail. Hope this helps

Hi @Gary@ADL, This is what I get when I select multiple tickets, I get the option, hightlighted, to assign multiple tickets to teams/owners: Could it be a setting you've got setup? I don't recall having to make changes to get it to appear, I just remember seeing it one day!

Just tested ours with Keith and we are back. Thank you. Will wait for further updates before I update our users.

We're still experiencing it - have tried clearing cache too

I've got about 4 people who are unable to view Queues - team and personal I believe. Is there anything else we need to do? Similar to Jeremy, cached pages seen ok for now

Sounds like a great idea, and something we would be interested in too!

Hi @Jeremy When/How would it be possible to see what you've done please? I've got someone who's pretty ok with API's so should be OK to do what we need to do. Many thanks

@Jeremy thanks for that information, I shall have a chat with those that work with API's to see what we can with another page.

Hi, Is there an easy way of exporting FAQ's from Hornbill? We're struggling with our knowledge (people in Hornbill are aware of our issues), so we're currently looking at a temporary alternative outside of Hornbill for our knowledge solution, while other things are being worked on. We have an export from our previous ITSM platform, but the data is out of date, so wondering if there was an easy way to export the data myself that is more up to date, without having to spend the time to manually recreate it in a new system. Many thanks for any advice Emily

Could I add a suggestion, as an improvement for future consideration please? Can images/files/any sort of attachments that get added to the live chat, when it's transferred to a ticket, can we get those attachments added as an actual attachment to the ticket, like images/files etc do that come in via an email response from a user. Like I say, I'm putting it out there as an improvement request, and I'm happy to raise this in another part of the forum if needed.

This impacted us too, but we now seem to be back up and running again.